Reopened Tickets still show under closed in My Requests for user

BattuLakshmi
Giga Contributor

3 weeks ago

Hi

When a technician reopens an SCTASK, the associated REQ or RITM does not get updated. As a result, the request continues to appear under Closed Requests when the user views it in My Requests.

Could you please suggest a solution for this issue and advise how we can fix it?

Thank you!

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Huynh Loc
Mega Sage

3 weeks ago

Hi @BattuLakshmi ,

You can create a Flow Designer flow that triggers when the State of an SCTASK changes from Closed to Open. The flow logic would be as follows:

  • Get the related RITM
    ↓
  • If the RITM is in a Closed state, reopen it
    ↓
  • Get the related REQ
    ↓
  • If the REQ is in a Closed state, reopen it

In addition, we should add a Wait for Condition on the SCTASK until it is closed again. Once the SCTASK is closed, the flow can proceed to close the corresponding RITM and REQ as needed.

Regards,
Huynh Loc

 

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